Bloom Wellness & Spa
An AI voice and chat agent embedded on a wellness spa website for 24/7 customer support and appointment booking
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The Problem
Bloom Wellness & Spa, a premium wellness center in Portland, was losing potential bookings because 40% of incoming calls went to voicemail during peak treatment hours when front desk staff were occupied with in-person clients. Evening and weekend inquiries — when most people research and book spa services — went unanswered until the next business day, by which time many prospects had booked with competitors. The spa had no way to handle appointment scheduling, treatment inquiries, or basic FAQ questions outside of staff availability.
Pain Points
Front desk staff were overwhelmed juggling walk-in guests, phone calls, and appointment management simultaneously. Roughly 60 calls per week were missed or went to voicemail, and callback attempts reached the customer only 30% of the time. Clients frequently called with the same repetitive questions — hours, pricing, parking, cancellation policy — consuming staff time that could be spent on in-person hospitality. The existing website had a static contact form but no real-time interaction, leading to 2–3 day response times for online inquiries. Weekend and evening coverage required expensive overtime or simply went unstaffed.
Our Approach
We built and embedded Ava, an AI-powered voice and chat agent, directly into the Bloom Wellness website as a persistent vertical pill widget visible across all four pages (Home, Services, Portfolio, Contact). Ava uses a conversational AI engine to handle both text chat and real-time voice calls from the browser — no app download or phone number required. The agent was trained on Bloom’s complete service menu (9 treatments from $60–$320), practitioner bios, business hours, location details, cancellation policy, and FAQ knowledge base. For appointment booking, Ava integrates with the spa’s scheduling system to check real-time availability, recommend treatments based on client needs, and confirm bookings instantly. The voice interface includes live transcription so clients can follow along during calls. The website itself was designed as a luxury editorial experience — warm beige palette, Playfair Display serif typography, arch-shaped image containers, masonry galleries, and circular team portraits — inspired by high-end agency aesthetics.
Outcomes
In its first month, Ava handled 420 conversations — 340 via chat and 80 via voice — and resolved 85% without any staff involvement. The most immediate impact was on after-hours bookings: 40% of new appointments were now scheduled between 7pm and 8am, a window that previously produced zero bookings. The front desk manager said the change was visceral — mornings went from a backlog of voicemails and callbacks to a clean slate with appointments already confirmed. Client satisfaction scores climbed from 4.2 to 4.8, with multiple Google reviews specifically mentioning Ava by name. The spa estimates the assistant saves roughly 25 staff-hours per week, but the owner framed it differently: ‘We didn’t save time — we gave it back to the guests who are actually standing in front of us.’